Complaints Procedure

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We are committed to providing a professional service to all our clients and customers. If something goes wrong, we need you to tell us about it so we can improve our standards.

If you have a complaint, please put it in writing, providing as much detail as possible. We will respond in line with the timeframes set out below. If you feel we have not addressed your complaint within eight weeks, you may refer it to the Property Redress Scheme for consideration without our final viewpoint on the matter.

What will happen next?

  • We will send you a letter acknowledging receipt of your complaint within three working days, enclosing a copy of this procedure.
  • We will investigate your complaint. This will usually be handled by the office manager, who will review your file and speak to the staff member who dealt with you. A formal written outcome will be sent to you within 15 working days of the acknowledgment letter.
  • If you are still not satisfied, you can contact us again for a separate review by a senior staff member.
  • We will write to you within 15 working days of receiving your review request, confirming our final viewpoint on the matter.

If you remain dissatisfied, you can contact the Property Ombudsman to request an independent review:

The Property Ombudsman
The Property Ombudsman, Unit 159756, PO Box 7169, Poole, BH15 9EL
T: 01722 333 306
W: https://selfserve.tpos.co.uk/contact-us/
E: admin@tpos.co.uk

Please note:

  • You must submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
  • The Property Ombudsman Scheme requires that all complaints go through this in-house procedure before being submitted for an independent review.
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